User guide

Introduction 191
Call Queue
The system administrator sets the number of calls that can be
placed in a queue individually for each user group. The value can
lie between “0” and “99”. The “0” value deactivates the ”Call
queue” function for a user group. When the maximum number of
calls in the queue is reached, further callers hear a busy tone.
Note: As calling fax machines often operate with the “voice”
service indicator (e.g. on analogue ports), you should assign ports
for fax machines on the Forum 523/524 to a user group without
a queue.
Queues can be combined with the “call forwarding,” “pickup” and
“hunt group” functions, for example, in order to configure an
enquiry station for an operator.
Activation of Queues
Queues can be activated on a per user group basis. On delivery
the default set, for all preset groups, is off.
When using queues, it often makes sense to activate call waiting
protection. For this purpose, Call waiting protection authorisa-
tion must be allocated to the user group, and call waiting protec-
tion must be activated on the terminal.
Furthermore it is sensible to combine queues with the Announcer
at busy function. When a caller calls a subscriber who is busy
then they will hear a “central welcoming text”, for example, “Here
is company XYZ. You will be immediately connected”. The function
Announcer at busy can be set in the Telephony: Call Distribu-
tion: Incoming or Telephony: Call Distribution:
Incoming DDI menu. Central welcoming texts can be recorded
using the programme package Forum Voicemail.
You should configure a new user group (e.g. “Operators”) and
activate the authorisations Call queue, Call waiting protection
and, if necessary, Call forwarding. If users belong to this group,
a queue will be activated automatically for all telephone numbers
assigned to them.